Rail Customer Experience Modelling Lead

DfT Operator Limited; Greater London; Hybrid; GBP 56,000 - 63,000; Full time

Benefits offered by this job

Annual leave

Pension scheme

Learning opportunities

Job summary

DFTO seeks a Customer Experience Modelling Manager to establish a new analytical discipline within the rail sector. You will lead modelling for customer satisfaction, drawing on the Rail Customer Experience Survey and industry evidence to forecast and inform decisions.

Based in London, Leeds or Birmingham with hybrid working, you will collaborate across DFTO and the wider rail industry, oversee third-party modelling, and deliver practical guidance that strengthens customer and commercial

Qualifications

• Experience in customer satisfaction or demand modelling with relevant industry evidence.
• Translate complex analysis into clear insights for technical and non-technical audiences.
• Strong governance and stakeholder management skills.

Responsibilities

• Establish SME in customer satisfaction and demand modelling grounded in evidence.
• Engage DFTO and rail industry to define modelling requirements and governance.
• Develop a clear modelling framework for customer satisfaction and forecasting.
• Collate evidence from surveys and previous modelling to inform framework.
• Define interaction with Passenger Demand Forecasting Handbook and link to revenue impacts.
• Lead procurement and management of third-party modelling or analytics.
• Produce guidance enabling industry colleagues to apply the framework.
• Translate complex analysis into actionable insights for varied audiences.
• Support adoption of evidence-based forecasting across the industry.

Skills

Analytical ability

Data analysis

Statistical methods

Excel modelling

Stakeholder engagement

Policy context

Independent work

Modelling framework

Job description

DFTO seeks a Customer Experience Modelling Manager to establish a new analytical discipline within the rail sector. You will lead modelling for customer satisfaction, drawing on the Rail Customer Experience Survey and industry evidence to forecast and inform decisions.

Based in London, Leeds or Birmingham with hybrid working, you will collaborate across DFTO and the wider rail industry, oversee third-party modelling, and deliver practical guidance that strengthens customer and commercial